ADT Security Services
reviews and complaints

My 3 year contract (# [protected]) with ADT ended on 9/29/21.
On 9/30/21, I called ADT to inform them that I was not renewing the contract and wants to cancel. I was referred to somebody from Account Services. After a long wait, I was able to talk to somebody who asked the reason for cancellation. I explained that my husband and I, who are retirees in our 80's and with health issues, will be moving to PA in February 2022, to live with my daughter. He asked if ADT could provide security to my daughter's house. I told him that she already has it. After our talk I requested for a confirmation of my call, which he gave me as # [protected].

However, in October, I noticed that they have not stopped the auto-payment and charged my credit card with the monthly amount. So I filed a dispute with my credit card. (Todate, the dispute is still open).
ADT followed up the dispute with a paper bill telling me that their charge was declined.

Text follow-ups for the unpaid bill kept on coming, so on 11/5/21, I called again to complain why the cancellation has not been in effect yet. I spoke with somebody from the Account Services and once again explained my request to cancel/ not renew the contract and reason for cancellation. I was given another confirmation no : [protected].

However, I was paper-billed again in November, with a threat that the account will be given to a collection agency if I don't pay. So I called again on 11/29/21 and spoke with a certain "Ryan" (I think). He checked the two confirmation nos. and the details. He assured me that the matter will be resolved and I should be getting a letter from them. However, he did not give me another confirmation no. for this call.

Despite this assurance I am still getting text follow-ups to pay my bills. I am so stressed out, frustrated, and upset with ADT's tactics. I have wasted so much of my time waiting for somebody to take my call, and in lengthy chats. My daughter wants me to let our lawyer handle the matter with ADT. But it is such a trivial matter to get a lawyer involved. I believe that ADT is doing a disservice to their longtime customers (this was my second contract with them). They should get their act together!

When they came to my home in December 2019 the guy pulled off my alarm on the wall, didn't know he was going to do this. My company called worried I was broken into. After his box was in the games began with cost SO MUCH COST. Felt like I was being held hostage. After many many hours here it got dark and he left. I called and called telling them the install was not successful. After many calls someone came out and said it was awful what he did. It was all wrong. Then came their taking 2000 out of my account for "equipment" then was told 53.00 a month which was always a lot more. So sick of their deceptions. I was finally happy to call them December 2021 to cancel as I was held hostage for two years. At that time they told me my safe word which was TOTALLY WRONG then told me I had a THREE year contract. I told them that was impossible. My son was there for all of the call from adt and TWO years TWO years was all we heard. I will take the hit on my credit if I have to but I will not spend one more minute being held hostage by this "security" firm.

I've had ADT security for my home since a year ago. The video recording has quit recording three times, and every time it quit working, I had an incident that happened. I called the service reps and they were ineffective in resolving my issue. The last time I called they told me to buy more clips to increase my storage, so I did, but once again I have no saved clips for evidence if I were to have an incident. So I am spending more money every month for ineffective security. There aren't any names listed to address the problem directly to, only phone numbers to call customer service. The customer service tech and sales only offer the solution to spend more money for an ineffective service. They don't even offer a discount or free months for the loss of service. It would be nice to have the recording issues resolved and receive the security I am paying for. Also, to be able to talk to the same person each time there is a problem and to get a real resolution or a refund. In addition, it would be nice to be able to delete old clips all at once instead of having to go a page at a time. Plus, to be able to get rid of old deleted clips from cloud storage which is taking up the new monthly storage.

Have been trying to upgrade system with an additional security camera. Have contacted via email and telephone numerous times to no avail. To get a tech out here I have to give them my CC just for a consult. I am sorry I use this company. They are the worst system and company. I have discontinued their monitoring via dispute on CC. I just wanted another camera installed and it seems that is not going to happen.

The siren in the system I just upgraded cannot be heard by an individual in the house. They could hear the old siren fine but the new one is in a frequency range he cannot hear. Customer Service did not understand that it was not a volume issue, they talked about a louder siren. I asked for a device that changed the pitch and they indicated they had one. The tech came out and it was an amplifier to make the siren louder, it did not change the pitch.

I like the company and simply need an alarm with a siren in a pitch range everyone can hear.

Hi,
I closed down my account with ADT in early August 2021. I still had quite some time left on my 3 year contract and I thought I could just walk away, but apparently some small letters in the contract showed that I had to pay off 75% of the remainder of the contract. I found this quite scandalous, but I understand that I signed the contract and that I should have read it better. Just wanting to warn people about this.

My complaint is however about ADT continuing to charge me (via my credit card they have on file) once my account was closed. I got charged $60.85 on September 21, 2021, which is about 1.5 months after my account was closed down. I just cannot understand this. On top of that, they have so far refused to reimburse me.

Please stay away from this company !
Bruno

In 2019 I purchased a home in northern France and shortly thereafter moved my residence in the USA as well with the intent to split my time between the two. The new home which I purchased in the USA had a wireless alarm system in it that had been monitored by Vivint. Contacted them about picking up the service and was told it was a simple process that would only take a few minutes. Asked about the condition of the system and was told it was in perfect working condition. Told them I was shopping. After the call I removed two of the sensors to check them out to find that battery acid had completely destroyed them, I had just been lied to! I call ADT based on advertisements about remote controls and monitoring since I was going to be out of the country six months each year. A sales team came to my house and told me everything I wanted hear including a $100 gift card if I purchased a system. Was told everything with the system could be controlled and monitored remotely just like the Property Brothers tell you on TV, I was lied to. My senses told something was wrong when installation was not completed and given instructions to complete myself. In some ways its not what they disclosed as much as what they did not tell. I now live six thousand miles away six months out of the year. ADT whose reps claimed the condition of the system is monitored constantly in real time is not true. They have no way of knowing what the system issues are without someone running the on site diagnostics which is hard to do if you are six thousand miles away. ADT will not send out a service tech until the diagnostics are run so they will know who to send with what parts. What promted my first call was from sensors beeping but no fault indicated on the master control and now there issues on both sides of that with more than one sensors. After several calls to ADT a rep, Brandon, agreed to send someone out on a time certain basis. After making arrangements for someone to be at the home for a time certain appoint Brandon did not remember me or the call and could only send someone out on a time certain basis for a zoom call and the person on would be instructed on how to complete repairs. I had told him the day before that I did not have anyone to help me with the appointment that could ADT's work for them . Also I was told I would never have to replace a battery and that is all I have been doing since date of purchase. Sensors continue to beep, no fault on the board, batteries replaced and faults never clear and no way to get a service tech out.

Acct # [protected]
Service Area - 2709 Camomile Drive, 32837
It appears that there is a discrepancy with my account that requires immediate attention and resolution.
I have been making payments of $111.00 monthly to cover the Alarm Service and Equipment. In February 2020 to 11/20, ADT was automatically deducting $45.81 monthly for the equipment. In January 2021 I removed the automatic payments and commence direct payments of $111.00 for the service & equipment. ADT representatives has been informing me that my account will be cancelled and subject to Collections because they are not able to do automatic payments for the equipment. If the option wasn't available, how was I able to remove automatic payments to direct payment? Today I am being charged late charges & contract cancellation charges. Please be mindful, that my payments are current and I did not cancel this contract.

i have had problems with this video doorbell since i have had ADT BLUE. i heard the outside doorbell ring but nothing on the chime box inside. we replaced the video door bell and it now works inside. NEXT PROBLEM. i have a chime box that plays tunes when doorbell is used. With the video doorbell it only rings for 3 seconds not playing the tunes. i called to see if it could be set for a longer time span. the technical support said the longest they can set it for is 3 seconds and there is no other device to try and accommodate me .i will be getting another security system that this can be used with. something that can not be fixed and paying every month is not acceptable to me. something ADT should tell customers.

Had command panel and wired to wireless modules installed May 13 2021. Nothing but problems since installed. First month power outage lost alarm in 2 hours. Install tech used my old system battery. New battery now. Second power outage. System lasts 3 hours now batteries in wire to wireless modules go dead. Tech support says they should last 24 hours. Service manager says they last 4 hours at the best. So if your power goes out your screwed and there pile of junk system won't work cause batteries are small and no capacity and no way to fix it and they really don't care. I've instructed them to take there junk out and put in what they don't want to put in. A wired system. All wiring and sensors are still in place just company that only wants to sell this command system that's not a good system except the sell you batteries all the time.

I have worked with this company for the pass several months. The accounts was messed up names different. Alarms not working at one residence and now stating that the account number is not working but they gave me a wrong acct number but have been noticing them taking it out of my account. I have 2 alarm systems which I am paying monthly. 1 alarm system is 614 Epworth and the other Williamsburg both in Durham the one on Epworth name is Harry Curtis and the other Rashod Moss. I'm very tired and frustrated. I want to keep the Epworth and the one Williamsburg cancelled. Mr Moss on Williamsburg at. informed me he is very unhappy with the system. It is not be monitor and his name is no longer on the account.

Yesterday your technician came to fix my Thermostat.
He could not do it!. Send me someone who can fix it.
For one year I could not use the heating/air condition because of your thermostat.
I am sick and tired of this. Your customer service is terrible.
I am paying too much money for nothing.
Tell me where I can complain?
Unsatisfied customer. Need some action from ADT.
You guys are bragging about you being the best in business!

I have an ADT system. I need a new fob that I wear around my neck. I called, got transferred but the woman couldn't figure out what to do. I was probably on the phone with her nearly an hour...then she hung up on me! So I tried several more numbers that didn't work! What terrible service! Finally I was passed to sales where I talked to a very nice gentleman that said it would cost $195 ! You have to be kidding! So he said I . needed to have someone come out and work on my old fob. So now I am back on hold listening to the same talk I have heard way too many times! I don't know why anyone stays with your company! You obviously don't value my business.

Elizabeth Inman
[protected]@yahoo.com

Good afternoon,

My community is called Hopyard Farms, located in King George VA, zip code 22485. Every day, we get a different person ringing our door bell trying to sell us an ADT alarm system. This is so frustrating as I work from home and have to stop what I am doing and run the sales person off.

As soon as you enter the community, there is a sign posted that Solicitors Will Be Prosecuted.

I will be calling the police next time a sales person is at my door, as the police will be here before ADT sales is gone.

I called ADT services around noon 9/5/2021 to request a service technician come to my home because of two issues I wanted to be addressed. The call lasted almost a half hour and the request had to be repeated six times. I wanted the batteries replaced in the unit because the installer mounted it so securely to the wall that I do not feel that I could take it down without damaging it. I feel the assessment fee should be waived for this and also to replace the door on the panel which is damaged and no longer closes. The booklet left by the installer shows to open the unit from the back and the representative proceeded to ask me if I wanted instructions emailed to open the panel from the front. I spent 10-15 minutes explaining and requesting a technician which would be necessary to fix at least one of the issues. At the end of the call only one request was provided. This is worst customer service I have received and I will be canceling the service once I have found another provider. If anyone cannot call ADT and make a simple request and have it answered verbally or provided via email then I have chosen the wrong service. I was told after scheduling an appointment that my second request to email the instructions would take an hour and the third which was how to file a complaint would arrive in three separate emails. I never received the instructions to change the batteries or to file a complaint. I intend to post my comments online to let others know that this highly advertised service isn't worthy of their patronage.

ADT tech responded to my house to update the cell system to 5G. Another tech arrived a week later to improve ADT records as they were outdated. When he arrived, he replaced the batteries in two motion sensors and the battery in the main panel. 1st battery was old and not charged. 2nd battery also was not charged. 3rd battery also was not charged but he placed it in the panel and said it would charge in 24-48 hours. Now 72 hours later, we still have a low battery alarm. I am woke at midnight and 4:00am to low battery alarm. This is beyond acceptable. When calling ADT, a rep in New York had placed me on hold 15 times, yes 15 times and still did not resolve my problems. I requested to speak to a manager and she refused. A manager will call you later, however not today as we enter a three day weekend. Your employees are not empowered to solve customer issues. These problems must be transparent to me as a 19 year customer. I must have resolution today. This issue needs to be resolved. Please have an ADT manager contact me, if they choose to maintain a long time customer and resolve this problem today. ADT rep told me a tech can not come to me for yet another six (6) days. Totally unacceptable. Thank you, Gregg Leonetti-[protected].

we have tried and been unsuccessful for 5 years or more to have communication failure calls to stop. this does not affect burglar alarm calls as interesting when we get communication failure calls we get a call about a burglar alarm, very interesting. There is no reason for these calls, since apparently your Technicians know of these problems. if your people do not know the difference between alarm calls and communication issues, you been better training of your personnel. if this does not stop the next call is to the government.
[protected]@att.net
[protected]

I spent all of the money of my gift card and except for $51 that was refunded to me by company called mercari m e r c a r i because they failed to deliver my foosball tables that I had bought with the gift card now they refunded the the money to the gift card but now I'm no longer have the Visa gift card because I believe at that time that I spent it all so I did not get the remaining balance that was on my gift card that was refunded to me and now I need a new car to get that remain balance that was refunded to me off of the Visa account so if you can send me a new Visa gift card or address to issue appropriately I would highly appreciate it.

My name — Thomas Page - 4929 Lakeridge Dr. - Old Hickory, Tn. 37138. I have bee a long time customer of ADT @ my company and home. Have been trying to get a replacement yard sign for several weeks — never can get anyone to help solve my problem. Once someone told me it would cost $35. Damn if I will pay it! For some reason my current on broke in half and looks like crap. Please send me a new one. e-mail = [protected]@tds.net. My payments are normally on time, why can I not get something done?

On the average of once or twice a month, for several months throughout the year 2020, and up until July 2021, I have received numerous ADT advertising flyers offering "Home security system monitoring" for sum of $19.99 for the first 12 months and $28.99 for the remaining 12 months of a two year contract for the state of California. The last flyer indicates that the offer is due to expire on July 15, 2021, and that I should use code #CHK21 to see if I qualify for same day service.

I believe that on June 28, 2021, I made the first call to the number listed on the flyer [protected] and spoke to a man who identified himself as "Nick", no further. I told Nick that I did not want the $100.00 Visa Rewards card or anything that ADT was offering for free. Most importantly, I reiterated that I was a former ADT client adding that all I wanted was to have my system activated for monitoring only at the $19.99 monthly rate. Nick scheduled an appointment and e-mailed me a confirmation "We're looking forward to seeing you" for what I believed then was to meet with a technician on July 2, 2021, between 10:00 am and 01:00 pm.

On Thursday July 1, I received another e-mail, entitled "Your ADT Appointment Reminder" scheduled for July 2, 2021.

As scheduled, on Friday July 2, 2021, instead of a technician, ADT Custom Home Rep., Dewey Jackson arrived at my home and of course, being a salesperson begun to offer equipment that I did not want, needed or ordered. When I showed Mr. Jackson the ADT flyer with $19.99 monthly monitoring offer, Mr. Jackson first photographed the flyer and stated that he was not at liberty to honor the $19.99 per month monitoring fee adding that he was going to discuss the price being offered in the flyer with his superior to see what he could do. That didn't make much sense. This is a document that was sent to me via USPS offering a price on paper that should be legally binding and any representative of that entity should have the authority to honor that offer. Mr. Jackson agreed to get back with me within a few hours.

Because I didn't hear from Mr. Jackson, later on July 2, 2021, I once again called the number listed on the flyer and this time, while speaking with a person who identified herself as Alison, I informed Alison that I was recording the conversation.

Alison granted me the authority to record the conversation and stated that she was going to send another representative name David Holland scheduled to arrive at my home on Monday July 5, 2021 at 10:00 am.

I later noticed that while I was speaking Alison, Mr. Jackson had sent me an e-mailed me entitled "Your ADT Security Proposal" listing several items of equipment that I didn't want, needed or ordered, for the discounted sum of $285.00. Furthermore, the monthly monitoring introductory offer suddenly jumped to nearly three times the amount of $19.99 per month to $54.49 per month rate.

On July 5, once again, I made telephonic with Mr. Jackson and I simply declined the proposal offer at which time Mr. Jackson stated that he was still going to work on something to see if he could reach a satisfactory level not necessarily near the $19.99 offer but somewhere close. He later sent me an e-mail entitled "You have been enrolled in the ADT Customer Rewards Program". Later that day, I called Mr. Jackson told him that the offer he had just made was unacceptable. I told him that I would freely and voluntarily refer ATD to my friends or family members but I should not be obligated to agree to such a program to achieve the $19.99 monthly payments, offered in the flyer. Besides, he still couldn't tell me how much my monthly monitoring payments were going to be. Perhaps $54.48? Being facetious.

On the morning of July 7, 2021, upon receiving an ADT e-mail stating "Sorry we weren't able to connect", I once again called the number listed on the flyer, and spoke to a lady who identified herself as Sandy. After informing Sandy that I was recording the conversation, I told Sandy that ADT was disseminating false advertizing by refusing to honor a promotional offer. She then transferred my call to a man who identified himself as "John" no further.

Upon answering the phone, I also informed John that I was recording the conversation. I then informed John of dilemma I was experiencing with having someone within the ADT organization honor the $19.99 monitoring offer. I added that I was a former client, I therefore did not need a salesperson, Reward Card or anything ADT was offering for free. All I wanted was the system to be activated for monitoring only at the promotional rate of $19.99 per month.

I hate to be redundant with the mentioning $19.99 promotion but that is something ATD offered and is now refusing to honor. In fact I told John that I was considering reporting this incident to Consumer Affairs and the Better Business Bureau.

First, John said that I lived in an area with custom homes therefore it was ADT's policy to send a field rep which is a sales person to try to convince me to upgrade my system. After placing me on hold for a short while, John came back on the line and stated that he was going to send Mr. Jackson a note delineating the fact that I wanted the system activated for the promotional rate adding that Mr. Jackson would later be reaching out to me to get that taken care of.

I later received an e-mail entitled "Your ATD appointment confirmation" indicating that an appointment had been scheduled for later that afternoon between the hours of 02:30 pm and 05:30 pm. "We're looking forward to seeing you". The fact is that till this day, July 14, 2021, no one from ADT ever arrived at my home nor did they give me the common courtesy of calling me to cancel the appointment.

On July 10, 2021, I received an ADT e-mail entitled "Swing into summer with $100 Visa Reward Card from ADT!" of a promotional monitoring contract starting at $28.99 per month, totaling $695.76 for the duration of a two year California contract.

On July 12, I received another ADT e-mail entitled "Jose, thank you for expressing an interest in ADT". This e-mail further indicates that ADT is honored that I chose them to protect my property and hoped that everything went well with my recent appointment.
The audacity.

Based on the above, I find no other alternative but to arrive at the conclusion that it appears that ADT has deliberately delayed the process of activated my security system in an effort to avoid honoring the $19.00 a month promotional offer which is due to expire July 15, 2021. Furthermore believe that this is simply a strategy to force those clients like me who have gotten such offer, to consider the new introductory offer that was e-mailed to me on July 10, 2021, due to be implemented this month for the $28.99 monthly fee, $695.76, two year California contract.